Senior Director of Client Services

Rupertsland Institute (RLI) is an affiliate of the Métis Nation of Alberta and has a triple mandate in education, training, and research. With a decentralized network of 10 METI-Service Centres, a Corporate Head Office in Edmonton, and two mobile service units; RLI designs and delivers training and education services to more than 140,000 Alberta Métis.

The RLI Vision is: “A Skilled and Knowledgeable, Self-Reliant Métis Nation.”

The RLI Mission is: “To enhance the self-sufficiency and well-being of Alberta Métis through quality education, training, and research.”

The Opportunity

Rupertsland Institute (RLI) is recruiting for a Senior Director of Client Services (SDCS), located in the Edmonton Head Office. Reporting to the Chief Executive Officer (CEO), the Senior Director of Client Services is responsible for the oversight of client services under two federal programs delivered by the Rupertsland Institute (RLI) on behalf of Métis Citizens in Alberta. Working under the mandates of education, training, and research, the SDCS provides senior leadership to regional team operations and works closely with the Senior Management Team (SMT) and the CEO to implement the RLI Business Plan. This includes regular planning, organizing, leading, and controlling client services under the lens of continuous improvement while striving for administrative distinction and excellence in client service delivery.
To Fit the Role

Responsibilities:

Oversee client services under the umbrella of the Rupertsland Centre for METI-Services with service delivery sites located throughout Alberta.
Participate with technical support and presentations to the CEO and SMT during the annual development of RLI strategic business plan processes, including the required reporting and other operational matters as required.
In consultation and collaboration with the CEO and SMT, develop the Annual Operational Plans for the ISETP, MNPSE Strategy for the approval by the RLI Board of Governors.
Oversee annual work plans developed for the Métis Training to Employment and Post-Secondary Education divisions.
In consultation with the SMT, develop evaluation and performance management frameworks for the ISETP and MNPSE agreements as required.
Anticipate and plan for annual budgetary processes with the CEO and SMT leading to budget approval by the RLI Board for Governors for upcoming fiscal year.
Monitor expenditures by regional team services and ensure all expenditures are compliant and within approved budgets as per ISETP, MNPSE directives, and RLI policies and procedures.
Develop expertise on the use of the Financial Data Management system and its uses for monthly or quarterly financial reporting and track financial payments and client commitments.
Develop expertise and oversee the maintenance of error free data in the KETO client data system and maintain quarterly data uploads to standard data file in Ottawa are error-free.
Oversee quarterly reviews of the client data management systems (KETO/OAS) and ensure upgrades are budgeted and scheduled from time to time to maintain optimal maintenance and system capacity.
Ensure RLI policy and Client Service delivery manuals are reviewed, revised, and updated according to RLI standards. Ensure optimal administrative and service delivery standards are in place for quality assurance purposes and followed by staff.
Manage METI-Services’ operational and fiscal activities within assigned budgets and work with RLI senior consultants and regional managers to bring leadership, coaching, and motivation to staff while ensuring optimal services for Metis Citizens.
Oversee a team of direct reports and actively encourage a workplace culture that promotes employee morale and heightens RLI’s image to all partners, community, and stakeholders.
Participate in stakeholder relations with community, industry, post-secondary partners, and all levels of government as necessary, or as directed by the CEO.
Oversee the evaluation of potential employer and other partnerships for engagement on METI-S projects and activities.
Comply with all federal and provincial legislation, directly related to the ISETP and MNPSE agreements.
Willingness and ability to work evenings and weekends as required.
Travel within Alberta, and out of province as required.
Other duties as required.